Effective Date: November 3, 2025
By booking any service (including but not limited to 3rd-party bookings, airport/hotel transfers, tours, experiences, or activities, hereafter “Service”) with Traveyola (“we”, “us”, “our”), you (hereafter “Client”) agree to be bound by the following Terms & Conditions.
These terms are divided into sections. All clients agree to Section 1 (General Terms). Subsequent sections apply based on the specific Service(s) you have booked.
Section 1: General Terms (Apply to All Services)
1.1. Client Responsibilities & Booking Information
The Client is responsible for providing accurate and complete information at the time of booking. This includes, but is not limited to:
- All participant names (spelled correctly).
- A working mobile contact number (with country code) and email address for the lead passenger.
- Correct pickup and drop-off addresses, flight numbers, and hotel details.
- Correct dates and times for all services.
Traveyola is not responsible for any issues, delays, or service failures resulting from incorrect or omitted information provided by the Client.
1.2. Pricing & Quotes
All quoted prices are subject to change at any time due to supplier increases, currency fluctuations, or availability, until the booking is confirmed and full payment is received. A quoted price is not guaranteed.
1.3. Communication Policy
- 1.3.1. Client Availability: If the Client fails to be at a scheduled pickup point, our driver/guide will attempt to make contact using the mobile number provided at booking.
- 1.3.2. Communication Attempts: We will try by all reasonable means to convey updates and changes, but have no control over third-party communication networks (e.g., mobile signal, email delivery). It is the Client’s responsibility to ensure their provided contact methods are operational.
- 1.3.3. No-Show: If we cannot reach the Client (due to no signal, wrong number, voicemail, unanswered call), the service will be considered a “No-Show.” The service will be cancelled, all obligations are relieved, and no refund will be due.
1.4. Privacy Policy
We are committed to protecting your privacy. By using our service, you agree to the collection and use of your personal data as necessary to fulfill your booking. This includes sharing your name, contact details, and flight information with our drivers, guides, and third-party suppliers (airlines, hotels, etc.) for the sole purpose of providing the booked Service.
1.5. Force Majeure
Traveyola shall not be liable for any failure, delay, or non-performance of its obligations under this agreement if such failure is caused by a “Force Majeure Event.” This includes (but is not limited to) acts of God, natural disasters, war, terrorism, civil unrest, government actions, pandemics, border closures, strikes, or any other event beyond our reasonable control. In such cases, we will offer to reschedule the Service where possible, or provide a credit for future use, at our discretion. Refunds will be subject to the policies of our third-party suppliers.
1.6. General Liability
To the fullest extent permitted by law, Traveyola acts only as an agent in arranging Services. We are not liable for any injury, death, loss, damage, accident, delay, or irregularity which may be occasioned by reason of any defect in any vehicle, or through the acts, omissions, or negligence of any third-party company or person engaged in conveying the passenger or carrying out the arrangements of the Service.
1.7. Indemnity Statement
The Client understands and accepts that all travel involves inherent risks. By booking a Service, the Client, on behalf of themselves and all participants in their party, agrees to indemnify and hold harmless Traveyola, its owners, employees, drivers, guides, and affiliates from any and all claims, liabilities, losses, damages, or expenses (including legal fees) arising from any injury, death, loss, or damage to person or property in connection with the performance of the service, except when caused by the gross negligence or willful misconduct of Traveyola.
1.8. Applicable Law & Jurisdiction
These Terms & Conditions, and any dispute arising from them, shall be governed by and construed in accordance with the laws of Botswana. The Client agrees to submit to the exclusive jurisdiction of the courts of Botswana to resolve any legal matter arising from this agreement.
Section 2: Terms for 3rd-Party Bookings (Flights, Hotels, Car Rentals)
2.1. Role as Agent
When you book flights, hotels, or car rentals through Traveyola, you acknowledge that we are acting solely as a booking agent. We facilitate the booking between you and the third-party service provider (e.g., the airline, hotel, or car rental company, hereafter “Supplier”).
2.2. Supplier’s Terms
Your booking is subject to the terms and conditions of the specific Supplier. By booking, you agree to abide by the Supplier’s rules regarding check-in times, baggage allowances, cancellation policies, and any other conditions they impose. These terms are separate from and in addition to Traveyola’s terms.
2.3. Payments & Fees
Payment for 3rd-Party Bookings is typically due in full at the time of booking, as required by the Supplier. Any booking fees charged by Traveyola for this service are non-refundable.
2.4. Liability & Changes
Traveyola is not responsible for any changes, cancellations, or failures in service by the Supplier (e.g., a cancelled flight, an overbooked hotel). Our liability is limited to the service of making the booking. We will provide reasonable assistance in communicating with the Supplier on your behalf, but we are not responsible for any additional costs or refunds.
Section 3: Terms for Transfers (Airport & Hotel)
3.1. Fixed Rate Guarantee
For pre-booked transfers, the fare quoted and agreed upon during the reservation process is guaranteed, regardless of traffic, road closures, or other unpredictable events, provided the original booking details (e.g., pickup/drop-off locations) do not change.
3.2. Pickup Policy
- 3.2.1. Meet & Greet: For airport pickups, our driver will wait in the arrivals hall holding a sign with your name.
- 3.2.2. Flight Monitoring: We monitor your provided flight number. If your flight is delayed, we will adjust the pickup time accordingly at no extra charge. If your flight is cancelled or you change flights, you must contact us immediately.
- 3.2.3. Waiting Time: We provide complimentary waiting time: 60 minutes for international airport arrivals, 30 minutes for domestic airport arrivals, and 15 minutes for all other pickups (e.g., hotels). After this time, waiting surcharges may apply, or your service may be considered a “No-Show” (see 1.3.3).
3.3. Client Declarations (Transfers)
The Client must declare the correct number of passengers and the amount/size of luggage at booking. Failure to do so may result in a larger vehicle being required (at extra cost) or refusal of service without refund if passengers or luggage exceed the booked vehicle’s legal capacity.
3.4. Transfer Cancellation & Refund Policy
- Free Cancellation: You may cancel your transfer service free of charge up to 24 hours before the scheduled pickup time.
- Late Cancellation: Cancellations made less than 24 hours before the scheduled pickup time are subject to a 100% cancellation charge, and no refund will be due.
- Refunds: Eligible refunds will be processed minus any non-refundable booking fees and may take up to 30 days.
Section 4: Terms for Tours, Experiences & Activities
4.1. Payment Policy
- 4.1.1. Deposit: To guarantee a booking for a tour or activity, the Client must pay a deposit of at least 50% of the total price.
- 4.1.2. Final Payment: The full 100% fee must be paid at least 21 days prior to the start of the Tour to guarantee the service.
- 4.1.3. Late Bookings: If a Tour booking is made less than 7 days before the start date, the Client must pay 100% of the fee immediately to guarantee the booking.
4.2. Client Declarations (Tours)
The Client must declare the following, as failure to do so may result in surcharges or refusal of service without refund:
- Participants: Accurate number of participants.
- Luggage: Number and size of luggage.
- Pets: Any pets must be declared and pre-approved in writing.
- Special Equipment: Requests for baby seats or booster seats must be made at booking and may incur an extra cost.
4.3. Additional Costs & Fees
Unless explicitly stated otherwise, the quoted price for a Tour does not include:
- Park entrance fees, activity fees, meals, refreshments, or gratuities.
The Client is responsible for these extra costs unless an all-inclusive package is confirmed.
4.4. Vehicle Conduct
Smoking (including e-cigarettes) is strictly prohibited in all vehicles. All passengers must adhere to the safety instructions of the driver/guide.
4.5. Tour Cancellation & Refund Policy
- 4.5.1. Cancellation by Client:
- 21 days or more before Tour start date: Client can cancel. A 10% administration cost will be deducted from any refund.
- Between 14 and 21 days before Tour start date: A cancellation charge of 50% of the total price applies.
- Between 7 and 14 days before Tour start date: A cancellation charge of 75% of the total price applies.
- Within 7 days of Tour start date: A cancellation charge of 100% of the total price applies.
- 4.5.2. Refunds: All eligible refunds will be charged a 10% administration cost and may take up to 30 days to process.